Communicate with H.E.A.R.T.®

Empower employees to interact with patients, visitors and each other in a caring and compassionate way. Communicate with H.E.A.R.T.® uses in-person training and offers easy-to-use materials to establish and sustain a culture of service excellence within your organization.

Overview

Raise The Level of Service Excellence in Your Organization

Communicate with H.E.A.R.T® is Cleveland Clinic’s service excellence model integrated into our culture. This novel program empowers employees to provide an exceptional patient and employee experience at every point of interaction by helping them to understand that their role in creating positive patient experiences is greater than the tasks associated with their job. Communicate with H.E.A.R.T.® establishes expected service behaviors; provides a service recovery framework; and demonstrates how personal accountability sustains a culture of empathy.

This licensable program program now empowers employees in over 30 organizations to create and build a culture of compassionate communication.

Customized for Your Needs

Communicate with H.E.A.R.T.® was created with the ability to customize content to meet the needs of each organization without losing the impact of the program. There is a standard collaboration process including a suggested timeline utilized for customizing each individual delivery.

Benefits

There are multiple components of the program that distinguish and elevate it above other customer service models:

Blends training programs, tools and the local culture to raise the level of service excellence and is highly customizable.

Considers factors such as corporate culture, leadership readiness, current patient services, data management , complaint and compliment management and employee recruitment, onboarding and retention, the program becomes highly individualized to the specific needs of an organization.

Includes an innovative “Service Recovery “ model which empowers employees to address both patients’ and colleagues concerns and questions in a way which produces a feeling of compassion and care

Developed in a healthcare environment by healthcare professionals

Uses a Train the Trainer model for delivery to ensure local ownership and long term sustainability.

Validated in a diverse, heterogeneous environment

Recognizes the importance of a employee to employee element

In addition to these distinguishing factors, three key patient experience metrics were positively impacted by utilization of Communicate with H.E.A.R.T.®: